Title: A case study of the impact of waste management practices on traveller satisfaction in Hanoi, Vietnam

Authors: Polina Ermolaeva; Giang Ngo

Addresses: HTMi Hotel and Tourism Management Institute Switzerland, Hotel Campus Mariental Panorama, Marientalweg 3, 6174 Sörenberg, Canton of Lucerne, Switzerland ' HTMi Hotel and Tourism Management Institute Switzerland, Hotel Campus Mariental Panorama, Marientalweg 3, 6174 Sörenberg, Canton of Lucerne, Switzerland

Abstract: This study investigates the influence of waste management (WM) on tourist satisfaction (TS) within sustainable tourism destinations, using Hoi An, Vietnam as a case study. Grounded in the European customer satisfaction index (ECSI) model, the research explores the relationships between destination image, tourist expectations, perceived quality, perceived value, and their collective effect on satisfaction. Quantitative analysis through structural equation modelling reveals that perceived value exerts the strongest influence on TS, followed by perceived quality and destination image, while expectations show a weaker effect. The findings highlight that effective WM not only preserves environmental aesthetics but significantly enhances tourists' overall experience, reinforcing the competitive advantage of eco-conscious destinations. These insights emphasise the importance of integrating sustainable WM practices into tourism policy and destination management. Limitations include a geographically narrow sample and reliance on cross-sectional data. Future research should adopt longitudinal designs and broader regional scopes to validate and expand upon these results.

Keywords: waste management; sustainability; tourist satisfaction; tourism destination; Hanoi; Vietnam.

DOI: 10.1504/IJEWM.2026.155915

International Journal of Environment and Waste Management, 2026 Vol.40 No.4, pp.341 - 362

Received: 03 Feb 2025
Accepted: 26 May 2025
Published online: 26 Aug 2026 *

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